In Zendesk, SLAs (Service Level Agreements) and achievement rates are critical for tracking the timeliness and quality of your support team's performance against predefined targets.
Q: What is a Zendesk Service Level Agreement (SLA)?
A: Zendesk Service Level Agreements (SLAs) are defined policies that set specific targets for how quickly your support team should respond to and resolve customer issues. SLAs help you provide consistent customer service and ensure that important issues are addressed promptly.
Q: How do Zendesk Service Level Agreement (SLA) work in Zendesk?
A: They are agreements between your team and your customers (or internal stakeholders) regarding expected response and resolution times.
- You can create SLA policies in Zendesk that specify the required response and resolution times for different types of tickets, often based on priority.
- SLA policies are automatically applied to tickets when specific conditions are met. These conditions can be based on ticket, user, or organisation fields.
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You can view SLA information in tickets and views, and Zendesk uses colour-coded badges to indicate the status of SLA targets. For more information with screenshots, please review Seeing SLA statuses in views or Seeing SLA statuses in tickets.
The colour of the SLA badge tells you how much time is left before the SLA is breached:
- Green: Greater than 15 minutes
- Amber: Fewer than 15 minutes
- Red: 0 minutes (the SLA has been breached)
SLA via Views:
SLA via Tickets: -
Zendesk provides reports to analyse SLA performance, which can include reports like (to name a few):
- First Reply Time: Time from when the ticket is created until the first public agent response.
- Next Reply Time: Time between the customer's reply and the next agent response.
- SLA Achievement Rate: Percentage of tickets that meet their SLA targets.
Q: What is an SLA Achievement Rate?
A: The SLA achievement rate is a key metric in Zendesk that measures the percentage of tickets that successfully met their SLA targets compared to the total number of tickets with active SLA policies. It indicates how effectively your support team is meeting the time-based commitments outlined in your SLA policies.
For example, if 80 out of 100 tickets responded to within their SLA target, the Achievement Rate would be 80%.
For additional information on SLAs and achievement rates, please review the following Zendesk Help support articles:
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